Dealer Support January/February 2024 by Intelligent Media Solutions

January/February 2024

Issue 338

Welcome

TO OUR

inspiring success in the workplace supplies industry

NEW YEAR ISSUE

Smart, flexible, active: Welcome to workspaces in 2024 Strategic layouts, enhanced flexibility and multipurpose functionality. Discover the top trends of 2024

STEPPING INTO THE SPOTLIGHT

Nigel Busby and Helen Colton are helping dealers take control of digital marketing

NECTERE NEWS SPECIAL

The situation so far and how to find support

EMPOWERING YOUNG LEADERS

James Day talks about the Leaders of the Future and making a difference

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FROM THE EDITOR

Through the clouds

Welcome to another wet and windy new year! With winter well and truly bedded in now, it feels like we’ve been blown back into work TO OUR NEW YEAR here at Dealer Support HQ – well rested and ready for a brand-new year! ISSUE With the UK economy still fragile, businesses up and down the country are preparing to ‘weather the storms’ of 2024. In light of the current situation with Nectere, which continues to unfold, understandably some in the dealer community are facing Smart, flexible, active: a difficult few months. Our report on page 10 offers an overview of the situation so far Welcome to and offers signposting and information that can provide support to anyone in the dealer workspaces in 2024 community affected. Also in this issue, James Day, sales and marketing manager for Durable, tells us why the future is bright for young leaders in the business supplies industry – page 18. Our news report on page10 looks at the growing confidence of small businesses. Nigel Busby and Helen Colton of InControl Marketing shine a light on the importance of a digital presence on page14, and Advantia’s Steve Carter is back to share more industry insights on page 12. Meanwhile, in our special ‘Looking Ahead’ feature, industry experts share their predictions for 2024 trends. It can be all too easy to get bogged down by the gloom of winter. The long dark days, the endless rain... but the dealer industry is made of tough stuff, and the stormy skies will always clear eventually. We’d love to hear all about your success and to be inspired by stories of resilience and agility. Please do share all your news via LinkedIn and Twitter @dealersupport. January/February 2024

Issue 338

DEALER SUPPORT MONTH JANUARY/FEBRUARY

Welcome

inspiring success in the workplace supplies industry

ISSUE 338 NIGEL BUSBY JAMES DAY ANDREW COWLING

Strategic layouts, enhanced flexibility and multipurpose functionality. Discover the top trends of 2024

STEPPING INTO THE SPOTLIGHT

Nigel Busby and Helen Colton are helping dealers take control of digital marketing

NECTERE NEWS SPECIAL

The situation so far and how to find support

EMPOWERING YOUNG LEADERS

James Day talks about the Leaders of the Future and making a difference

Holly Tinsley Editor

EDITORIAL Holly Tinsley

CREATIVES Amanda Lancaster

COMMERCIAL Claire Peacock

PUBLISHING SUPPORT Angela Howland PUBLISHER & CEO Vicki Baloch

Dealer Support is the leading monthly publication for dealers in the business supplies industry. It provides information on the industry (both in the UK and overseas), information for and about the UK’s independent dealers, as well as information and advice on running a small business. The views expressed in this magazine are not necessarily the views of the publishers. Copyright of all the material published remains with Intelligent Media Solutions Limited. No part of this magazine may be reproduced, copied, stored in an electronic retrieval or transmitted, save with written permission or in accordance with provision of the copyright designs and patent act of 1988. Printed in the UK by Micropress Printers Ltd. www.micropress.co.uk

hello@dealersupport.co.uk All email addresses are formatted firstname.lastname@intelligentmedia.co.uk firstname@intelligentmedia.co.uk

Annual subscriptions are available at a cost of £68.00 for UK and overseas by surface mail, £90.00 for airmail. Subscription enquiries should be sent to the address opposite

Intelligent Media Ltd c/o Soho Works Unit 4.1 The Tea Building 56 Shoreditch High Street London E1 6JJ Tel: 0203 794 8555 Fax: 0203 794 8554 Email: info@intelligentmedia.co.uk Web: www.dealersupport.co.uk

JANUARY/FEBRUARY 2024

Contents

INDUSTRY 06 THE MONTH THAT WAS

The headline news from the industry

08 NEWS REPORT: SME LEADERS OUTLOOK FOR 2024

We gather insights from the SME community about the future

10 NECTERE NEWS SPECIAL

The story so far and how to find support

12 PAYING IT FORWARD: MENTORS MAKE THE DIFFERENCE

Steve Carter of Advantia reflects on the difference his mentors made to his career

14 THE IMPORTANCE OF REMAINING RELEVANT

Nigel Busby and Helen Colton talk about how dealers can take control of digital marketing

16 DEALER SUPPORT LIVE 2024

Dealer Support is back! Join us and book your ticket now!

LEADERSHIP 18 EMPOWERING YOUNG LEADERS FOR A BRIGHTER FUTURE We catch up with James Day about how LotF are empowering young leaders

22 HARNESSING THE POWER OF BRANDS FOR CATEGORY VALUE

Understanding the power of brands in creating value proposition

26 RICOH GROWS GLOBAL STRATEGY WITH PFU

24 “It is all about creating empowered, better skilled young leaders who can contribute and be more productive.”

Andrew Cowling speaks about the process of growing PFU with Ricoh: one year on

SALES SUCCESS 30 2024 TRENDS: THE YEAR OF THE SMART, FLEXIBLE AND ACTIVE OFFICE

We discuss key office trends for the upcoming year

35 SUSTAINABLE SOLUTIONS FOR HYBRID WORKERS Discover Exacompta Clairefontaine’s new eco-friendly products for flexible workplaces

LIVE IT 36 LIVE IT

Take a break and enjoy some lighthearted fun

38 FINAL WORD

Chris Innes, Head of Operations at United, explains why data is king

INDUSTRY

THE MONTH THAT WAS

THE MONTH THAT WAS Office Depot UK & Ireland expands international reach

Four-day workweek gains momentum in UK

In a strategic move, Office Depot UK & Ireland announces a partnership with Office Depot

As reported by Start Ups, a survey reveals that

France, signalling a renewed focus

12% of UK businesses plan to embrace a four-day

on developing a global supplies

workweek in 2024, signalling a major shift in attitudes

and services solution for customers

towards flexible working and improved work-life balance. The results indicate that, despite prior concerns over productivity and impact on pay, the four-day week has won over both employees and employers. The trend underscores

across Europe. Bruno Mendy, managing director, contract sales & international business, Office

a broader effort to improve work-life balance amongst UK workers.

Depot France said, “Our

This interest has particularly accelerated due to record numbers of

partnership with Office Depot UK

employees leaving the workforce, suffering from burnout and stress.

& Ireland is a landmark moment for

UK companies with a four-day week cite a multitude of reasons

Office Depot in France. It signifies

for embracing the shorter workweek, including improved employee

the rebirth of Office Depot Europe

wellbeing. Of course, implementing a four-day week isn’t without its

and underscores our commitment

challenges. Businesses need to carefully consider how to distribute

to expanding our international

tasks, schedule meetings, and maintain operational continuity with

reach. This alliance is just the start of

fewer working hours. Additionally, questions around employee pay

our journey to forge more strategic

and benefits during the transition need to be addressed transparently

partnerships across Europe,

and collaboratively.

enhancing our global presence.”

Office Friendly marks 30 Years of excellence As reported by Boss Federation, Office Friendly celebrates

partnerships, achievements, and collective growth of the

three decades this year, highlighting collaborative success

dealer community.

and innovation in supporting the UK’s workplace supplies and services industry.

Jeanette Caswell, managing director, said: “Celebrating 30 years is a momentous occasion for Office

Founded in 1994, Office Friendly has grown into a

Friendly. It’s a testament to the resilience, innovation, and

trusted partner for businesses, offering a comprehensive

dedication of our incredible team, members, and partners.

range of services and solutions that empower its members

We are immensely proud to have played a vital role in the

to thrive in a dynamic market. As the company marks

success of our community, helping businesses achieve

three decades of success, it reflects on the enduring

their goals and future-proof their operations.”

[06] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

THE MONTH THAT WAS

INDUSTRY

Essity excels in sustainability rankings As reported by Yahoo Finance, leading hygiene firm Essity has secured a top spot as one of the world’s most sustainable companies, emphasising commitment to responsible practices and global impact The Global 100 list represents the top 1% of companies in the world in terms of sustainability performance. Corporate Knights analyses and compares 6,733 companies against global industry peers. The ranking is based on 25 quantitative key performance indicators, including sustainable revenue, sustainable investment, taxes paid, carbon productivity, and racial and gender diversity.

Mark White Headlines GROWTHFACTOR-e 2024 As posted by Prima Software UK and Ireland on LinkedIn, Mark White, “The LinkedIn Professional,” will be unveiling the keys to turbocharging your business and personal brand at GROWTHFACTOR-e 2024.

Free childcare: Do your staff know? As reported by the DfE, thousands of parents can access free childcare to support their return to work. Working parents or carers of children aged 3 to 4 in England are currently entitled to thirty hours free childcare a week. The childcare provider must be approved, and the support stops when children start reception class. Employees can find full details about eligibility requirements at: 30 hours free childcare – GOV.UK.

After a 12-year career in international sales & marketing, and an MBA, Mark has focused his efforts on helping organisations and individuals to develop business and market themselves more effectively online. The last 14 years have been dedicated exclusively to LinkedIn, delivering inhouse team training to over 490 companies with the focus primarily around its application to business development, marketing, personal branding and recruitment. He provides bespoke team training, group sessions and 1-2-1 coaching both inperson and delivered remotely. Mark will be delivering a LinkedIn masterclass at GROWTHFACTOR-e 2024 on 21 March at Crowne Plaza, Liverpool. This could be a fantastic opportunity to boost your understanding of LinkedIn as a platform, including how to boost your brand, network with new connections, and boost your business. Two tickets are available completely free of charge with

In Scotland, Wales and Northern Ireland, parents of children aged 3 to 4 can access fifteen hours of free childcare. From April 2024, working parents of 2-year-olds will also be able to access 15 hours of free childcare. Applications opened on 2 January 2024. From September 2025, working parents of children under the age of five will be entitled to 30 hours of free childcare a week. Application for these offers will be available in the coming months. For more information or to apply, employees should be directed to Childcare Choices.

additional tickets available upon request.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [07]

INDUSTRY

THE MONTH THAT WAS

NEWS EXTRA Resilience is key: SME leaders outlook for 2024

As 2024 unfolds, the echoes of 2023 already seem to be fading into the past. Despite a potentially gloomy outlook for the UK economy, feedback from the SME community surprisingly reveals growing confidence

mall and medium

they were before the pandemic.

acknowledge the mental pressures associated with leadership as one of the

enterprises

Examining regional variations,

(SMEs) are the

Northern Ireland emerges as the most

most challenging aspects of running

backbone of the

confident region, with 76% expressing

a small business. Other stress factors

UK economy,

confidence in business resilience, closely

include the cost-of-living crisis, financial

contributing

followed by the East of England at 75%.

pressures, and a perceived lack of

significantly to employment and

Confidence in the South remains slightly

government support.

constituting an impressive 99.9% of the

lower, standing at around 65%.

Looking ahead to 2024, SMEs are

total business community, as reported by

Adaptability has been key to SME

cautiously optimistic, with more than

the Federation of Small Businesses (FSB).

survival with 73% of businesses changing

three quarters expressing positive

The Ambition Index, a creation

their business model to meet changing

sentiments—an improvement compared

of Three Business, draws on insights

demands. Notably, almost 30% have

to 60% for 2023. Growth is a key focus

from SME leaders, offering a nuanced

invested in new technology, 27% modified

for 70% of SMEs in the next 12 months,

understanding of their preparedness to

flexible working policies, and a quarter

emphasising priorities such as staff

invest in the future and tackle challenges

intensified marketing efforts.

retention, recruitment, and expansion into

in the coming year. The recent years have proven to be

While optimism for the future prevails, a notable 24% of business owners

new sectors. UK SMEs collectively plan to invest £252 billion in growth in 2024,

tumultuous for businesses, demanding

marking a 27% increase from 2022. The

swift responses and adaptability for

highest levels of investment are expected

survival. In terms of business resilience, SMEs have demonstrated exceptional agility. Despite the challenges faced, the Ambition Index indicates that 67% of SMEs believe the past three years have enhanced the resilience of their businesses to sudden changes and shock

High investment is expected in marketing and training

transitions. Furthermore, 65% assert that their businesses are now more robust than

[08] JANUARY/FEBRUARY MAY 2022 www.dealersupport.co.uk 2024 www.dealersupport.co.uk

in marketing and staff training and development. With potential political shifts expected in a 2024 election and the continuation of the economic crisis, the delicate balance between optimism and realism underscores the resilience and forwardlooking attitude of SMEs in the UK.

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INDUSTRY

THE MONTH THAT WAS

NEWS SPECIAL

Anger as news confirmed Nectere enters voluntary liquidation In light of the ongoing situation with Nectere, Dealer Support is providing a platform to support those affected and allow them to have their voices heard. In this article, we report on the developments so far

ue to the ongoing situation with Nectere,

Over the past month, Dealer Support has received

Dealer Support has been receiving emails

communications from multiple dealers who were partners of

and calls in significant numbers from ex-

Nectere and wished to have their voices heard during this

partners of Nectere who have been badly

understandably frustrating and worrying time. All information

affected by the unfolding situation and

given to us is from their personal experiences and details their

the way they perceive Nectere to have

opinions on the situation from their perspective. All are extremely

handled the demise of the company in recent months. Whilst this is a live situation, and one where reporting can be

angry about their treatment by the organisation and the significant, in some cases critical, impact this has had on their businesses.

difficult due to the lack of official communication coming from Nectere, Dealer Support, as the industry voice for independent

IMPACT ON DEALERS

resellers in the sector, want to provide a platform to support those

As reported previously, Nectere partners advised that

affected and allow them to have their voices heard. In this article,

communications from Nectere stopped in early December. At

we report on the developments so far, and share some of the

this time, many were advised of an issue with order delivery

experiences shared with us by ex-partners of Nectere.

attributed to a Spicers technical issue with no mention of a

Since early December, speculation over the status of Nectere

risk to the business in general. Earlier in November, several

has gathered significant traction as reports from the dealer

Nectere partners received a personal phone call from a senior

community emerged of non-payment, then delivery issues,

member of the Nectere management team, reassuring them

followed by an abrupt halt in communication from Nectere,

that all was well with the business and that orders should

leaving many uncertain as to what was happening within the

continue to be placed without concern.

business and where that, in turn, left their businesses. The Nectere website, which has been down since the start

According to the numerous reports Dealer Support has received, Nectere partners should have received payment for

of 2024, is still unavailable. The resellers who have spoken to

sales months October and November at the end of December

us reported being unable to elicit any answers to queries from

and the end of January respectively, to date no payments have

Nectere via any communication channels. In more recent updates

been received by the partners we have spoken to.

received in the week of Dealer Support going to print, we have

With Nectere partners at the last count totalling over 120

been advised that calls to the Nectere sales line are now being

businesses, this of course leaves many businesses in our industry

redirected to another company altogether.

owed monies – with some outstanding debts reported to be

[10] JANUARY/FEBRUARY MAY 2022 www.dealersupport.co.uk 2024 www.dealersupport.co.uk

THE MONTH THAT WAS

INDUSTRY

in the hundreds of thousands. For some of the smaller dealer

businesses represent a significant proportion of the business

businesses impacted, this series of events continues to have a

transacting through this industry, and own the majority of the

significant negative financial impact and also puts the viability of

customer relationships, which gives them huge strength. As

their business at risk. We have received communications from

the saying goes, we may be small, but we are mighty…and

two dealers that attribute the demise of their dealer businesses

the resilience and strength shown by many of the ex-partners

directly to the issues they have experienced with their Nectere

affected, coupled with the support offered from some corners of

partnership. In addition, the dealers who have spoken to Dealer

the industry, we hope reflects this sentiment.

Support report that Nectere is contacting their dealers’ customers to collect the outstanding monies owed. As of January 19th, confirmations appeared that Nectere had gone into voluntary liquidation. A letter - received by some ex-partners - stated that “The directors, having regard to the company’s financial position, have decided to take steps to place it into creditors’ voluntary liquidation.” Further to the letter received by dealers from joint liquidators,

As of January 19th, confirmations appeared that Nectere had gone into voluntary liquidation

Begbies Traynor, Nectere released a statement to similar effect: “In December 2023, the board of Nectere conducted a comprehensive review of the business and its financial position. It is with deep regret that the board concluded the company was

It seems likely that there’s much more to the demise of

insolvent and would require significant investment to continue

Nectere than officially meets the eye, and the many reports

operating. The board engaged Begbies Traynor, a specialist

and reflections received by the Dealer Support team over the

insolvency firm, to review all possible alternative options. In

last few weeks makes it clear that there are big questions to be

January 2024, the board formally resolved that steps should be

answered in the coming months. The Dealer Support team will

taken to place the company into creditors’ voluntary liquidation.”

do what we can to shed light on the facts as they emerge, and

The statement went on to say, “We recognise the gravity of

to offer a voice to the dealer community where we are able to.

this development, and we understand this is a distressing time for

We will continue to reach out for more information and share

everyone involved – our employees, partners and suppliers.”

and report any further updates as we receive them.

SUPPORT AND INFORMATION

where we can. For any dealers affected by the current

Dealer Support has reached out to Nectere for comment but

situation with Nectere, there are industry organisations who

has not received any response.

are happy to help and support you through this difficult

For now, the priority will be to support those affected

During what is understandably a deeply worrying time for the independent dealer businesses affected, some better news has

situation. If you reach out to the Dealer Support team, we can signpost you to some companies keen to support you.

been for those ex-partners who were able to quickly engage with

You can also contact The BOSS Business Supplies Charity

and start to work with some other industry organisations. We have

- a registered charity specifically established for those needing

heard some glowing reports about the support given by Office

financial assistance who have worked – or currently work – for

Power, Integra, UKOS, Unity, Advantia and Prima Software, to name

at least two years in the business supplies and services industry.

a few, and once again the industry shows how it can pull together

They would be happy to speak to you about whether the

and show genuine empathy and support for those affected.

charity can help if you are a reseller experiencing hardship. To

The independent dealer channel for whom we write this

find out more about the charity, visit www.BOSSCharity.org

magazine and who play a significant role within the business

Finally, if would like to share your experiences with the

supplies industry, may be a fragmented channel made up of

Dealer Support team, you can do so confidentially by emailing

a larger number of smaller businesses in comparison to their

us at hello@dealersupport.co.uk, where we can arrange a

competitors (larger contract stationers, superstores or large

convenient time to speak to you. We also invite anyone from

e-commerce outlets) and this has thrown many challenges their

the industry who has information or would like to share a view

way in recent years - but as a collective, independent reseller

to contact us via the same email address.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [11]

INDUSTRY

T H E VA L U E O F M E N T O R S

Paying it forward: Mentors make the difference Achieving your goals takes hard work and commitment. But we all need an extra helping hand from time to time. STEVE CARTER of Advantia, reflects on the difference his mentors made to his career and talks about how he hopes to pay it forward with the BOSS mentor initiative

ou know that sense of achievement you get when you complete a task that you have set yourself? I have just had that. Well,

actually it was on Christmas Eve that I got that buzz - and all because I had managed to open the doors on my chocolate filled Advent calendar on 24 consecutive days. Usually, I get to around the 15th and realise that my calendar is still on the 6th, so I have to binge to catch up. For as long as I can remember, I have never managed to keep up, even as a child when there was no chocolate, just a thin piece of card which, upon opening a door, would reveal a badly drawn picture of a bauble or other Christmas related item. The other part of the achievement is that this time I didn’t have to wrestle with the calendar to dispense of my chocolate treats. You know how it is, you are prising, bending, thumping the back of the 9th door and all of a sudden, the 17th door comes flying open

it their mission to take me under their wing,

and out pops the chocolate in protest at being

encourage, support, guide and, above all, instil

about to introduce a mentoring programme

woken up 8 days early.

the confidence in me that I could get to where

and are looking for people to become mentors,

I am now.

looking also for people who

After this minor feat and while eating my final day double-sized chocolate, I reflected

A few years ago, I had the opportunity to

I was really pleased to learn that BOSS is

would like to be mentored. My hat was straight

on other achievements in my life, particularly

give something back and was able to

in the ring as it is another chance

relating to my career. I am actually quite proud

take somebody under my wing, providing the

to give something back.

of the journey that I have been on, and the

same support and guidance that I had been

achievement milestones along the route.

Before you move on to the next

given. Looking at what this young lady has

article, stop a moment and ask yourself, ‘could

I absolutely know that none of this would

achieved through her determination, is just

I do that?’

have been possible without certain individuals

brilliant. Watching her flourish gives me a

investing time in me, helping me to progress.

warm glow, knowing I played a

tomorrow, pop on to the BOSS website and

I am indebted to those few people who made

minor role in it.

[12] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

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INDUSTRY

S T R AT E G Y I N T E R V I E W

Marketing mastery: the importance of remaining relevant

From the days of dial-up to managing comprehensive, tailored campaigns, NIGEL BUSBY and HELEN COLTON of InControl Marketing Group Ltd tell us all about why they are stepping out from behind the scenes to help dealers take back control of their digital marketing

In 2002, Nigel Busby, director of InControl Marketing Group Ltd (ICM), was issued a challenge to complete an audit of 100+ Integra members. The aim was to analyse how dealers used available technology to market their businesses. Results showed that approximately 90% of resellers at the time either had no website or one that yielded poor performance results. Naturally, Nigel immediately spotted a need to fill the gap for channel-specific marketing, offering resellers a valuable extra string to their bow. “The opportunity was right in front of us. Resellers were doing whatever they could to market with the technology available, but it was quite limiting. There was no ecommerce or social media - everyone was on dialup. We started with a simple content management system that would allow resellers to run a website quicker and more efficiently. Our aim from the beginning was to put dealers back in control of their

[14] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

marketing – hence the company name – and that is what we are still doing now, but on a much wider and more comprehensive scale.”

DIGITAL MARKETING EVOLUTION ICM has been working with resellers for more than 20 years, and during that time, Nigel has witnessed the evolution of digital marketing. The introduction of broadband, social media and CRM platforms has changed the online business landscape. For many small businesses, keeping up with the changes has proven challenging, with resellers faced with limited resources and time constraints pulling focus away from marketing activities. “Suddenly, resellers were having to find ways to commercialise social media, look at search engine optimisation and compete with big box sellers who were able to throw investment into digital marketing that the smaller dealer just can’t match,” Nigel explained. “It was about managing the shift from online information storage areas to proactive marketing.” Reflecting on the challenges faced by the reseller

S T R AT E G Y I N T E R V I E W

The mantra we’ve developed is ‘the relevant communications to the relevant people at the relevant times

community, Helen Colton, who joined InControl Marketing Ltd in June last year, emphasised the importance of understanding digital marketing in the modern landscape. “The biggest shift has been between prospect marketing and proactive marketing. You can’t wait for the customers to come to you. If you do, they will go elsewhere, and that will be to the likes of Amazon. The web has made everything so much more transparent, so resellers need to be proactive to compete.”

IT’S ALL ABOUT ‘RELEVANCE’ Since its inception, ICM has remained somewhat in the background of the dealer community – supporting resellers from behind the scenes. That, however, is changing. The company is on a mission to ensure dealers understand the potential ramifications of putting marketing strategies on the back burner. For Nigel, the magic word is ‘relevance’. “Dealers need to keep their names out there, but they also need to ensure they are targeting the right audience and running relevant campaigns. The mantra we’ve developed is ‘the relevant communications to the relevant people at the relevant times. A lot of this comes down to making sure the data is right.” For Helen, 2023 has been an eye-opening year. Financial constraints and lack of resources following the pandemic led to many businesses cutting their marketing provision completely. Something which is still the case for a lot of dealers. “One of our challenges has been trying to re-engage resellers with marketing. It’s been about letting people know that there is an easy way to do it and that we are here to support them on that journey. It’s a complex challenge

INDUSTRY

because, with so many stakeholders, everyone has their own needs. Re-engagement needs to work across the whole reseller ecosystem.” Meeting the various needs of everyone in the dealer ecosystem is a tough challenge, but one ICM is rising to meet. Helen explained their approach to finding that delicate balance. “Ultimately, our goal is to aid the vendors and manufacturers in getting their messages to end users while partnering with wholesalers and dealer groups.”

LOOKING AHEAD TO 2024 Looking ahead, Nigel can see different strategies coming to the fore as dealers look to diversify. Sales enablement will be a key area, making marketing a supporting pillar of sales rather than a standalone entity and looking at how sales and marketing can work together to boost lead generation, customer acquisition and sales growth. Nigel added, “It’s not just about getting sales - it is about customer retention and making those sales productive.” For resellers, diversification will be a big part of staying relevant in an increasingly competitive market. On the one hand, there are indicators that the cost-ofliving crisis is driving more people back into the office to work. However, the pre-covid standard of Monday to Friday in the office is unlikely to return. “There is an opportunity there,” Helen says. “Dealers need to adopt the mindset of selling twice – once for the office and once for in the home. The key is engaging with people to ensure you can hit both markets at once. This is where being solutions-driven is going to come into play.” InControl Marketing Ltd has come a long way since its early days - from creating a web-to-print solution in 2007 to building an industry asset library to creating a bespoke platform offering a one-stop shop to support dealers. Now, ICM is stepping into the spotlight to ensure the dealer community is empowered to realise the full potential of digital marketing. “There are exciting times ahead,” Nigel says. “We are looking at emerging trends and social media platforms, we haven’t even scratched the surface of where we can go with things like video – it goes back to our mantra of remaining relevant. ICM are committed to moving with the times to support the dealers.”

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [15]

INDUSTRY

LIVE EVENTS

2024 We’re confirmed for 2024! Get the date in your diary! A DATE FOR YOUR 2024 DIARIES

BOOK YOUR TICKET NOW!

Dealer Support LIVE returns this year to the Coventry

Advanced tickets for this year’s event are FREE! All advance tickets

Building Society Arena, on 10th October 2024 – and plans are

include attendance to all seminars and workshops, exhibition, lunch and

well underway to make it everything the dealer community

refreshments. Get yours at www.dealersupportlive.co.uk or ask us to

has asked for and more.

remind you by email hello@dealersupport.co.uk.

Following on from the success of the previous eight years, and with 2023 being one of the best events yet, we are happy to

WHY JOIN US?

announce the 9th annual Dealer Support Live event will be

The importance of business growth

bigger and better than ever!

This event will have a real focus on sessions that concentrate on how

Dealer Support LIVE seeks to create an interactive experience

to drive and grow business; we want delegates to leave feeling more

that brings the magazine to life. It’s an event specifically designed

informed and more skilled in areas of business growth and development.

for independent dealers, aiming to provide clarity and practical advice for all delegates. It’s all about providing tangible, relevant

Diversifying in practice

information to really make a difference to your business.

Our survey highlighted the need to diversify in order for dealers to meet

Alongside the buzzing exhibition and expert-led Q&A panel,

the challenges of the coming year. Our aim with Dealer Support LIVE is

we’ll be running a carefully curated selection of seminars – chosen by

to ensure that delegates feel fully prepared for any and all changes which

you, our readers – the details of which are being steadily updated at

are occurring and affecting their businesses. Our focus on practical ways

www.dealersupportlive.co.uk as speakers and content are confirmed.

to apply diversification and change aims to address that.

[16] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

LIVE EVENTS

INDUSTRY

Thursday 10th October 2024 Coventry Building Society Arena

It’s all about providing tangible, relevant information to make a real difference to your business

Open Discussions and Q&A

Networking

Back by popular demand as always will be our panel debates,

No-one knows the benefits and challenges of running a reseller business

hosted by a group of key industry leaders and change makers, and

better than those who do it daily. Dealer Support LIVE is a fantastic

of course the ever popular industry Q&A closing keynote - this

opportunity to network with other business leaders in the sector,

session is the delegates’ opportunity to ask any burning questions on

sharing experiences and solutions, and forging long-lasting, professional

the hot topics of the moment within our industry. You can find out

relationships to benefit delegates and their businesses. As a truly

more about our speakers by checking out the event website, where

independent event (and the only event in the industry where everyone is

details will be added as appearances are confirmed.

welcome!) our delegates cohort is a unique mix, with different business sizes, specialisms, dealer groups memberships, wholesaler affiliations,

Exhibition

and back-office systems, this makes networking interesting and quite

An integral part of Dealer Support LIVE is always the exhibition;

unique for all those involved.

it’s something that offers delegates an opportunity to chat to and learn from a broad range of supplier partners, while having the chance to see what’s new in their sector. The 2024 exhibition promises to bring more exhibitors to the main event space, and also an exciting mini-exhibition in product categories you asked to see more of…watch this space for more on that as the event date

What are you waiting for? Get the date in your diary, flag your interest so we can send you an invite to join us at a time to suit you, or just go ahead and book your ticket now! Advance tickets are free for dealers, so why wouldn’t you?

draws closer.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [17]

LEADERSHIP

EMPOWERING YOUNG LEADERS

Empowering young leaders for a brighter future The BOSS Leaders of the Future group empowers young people in the business supplies industry by giving them the support they need to make positive and lasting change. In this article, JAMES DAY, sales and marketing manager for Durable, talks about how and why he got involved

CAN YOU TELL US MORE ABOUT LEADERS OF THE

WHY DO YOU THINK THE INDUSTRY NEEDS

The leaders of the future group and committee brings young

It is important that as well as supporting and retaining young

professionals in the industry together, helping them enhance some

talent, we are attracting it to the industry in the first place. In the

of the key skills they need to thrive. It is about creating a friendly

past, the industry probably hasn’t had the same X-factor appeal

networking community and giving them the skills to help develop

that others might have had. We have made strides in the last

their careers. I got involved through a former MD at Durable who

few years in moving away from outdated concepts of what the

recommended it. I attended a few sessions and webinars and found

industry is, and things have changed significantly in terms of

them valuable, so it was something I wanted to get involved with. It

diversification and skillsets. We need to be modernising to attract

is great working with a proactive and forward-thinking group.

and bring in fresh talent.

FUTURE (LOTF) AND HOW YOU GOT INVOLVED?

[18] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

GROUPS LIKE THE LEADERS OF THE FUTURE?

EMPOWERING YOUNG LEADERS

LEADERSHIP

CAN YOU SHARE SOME OF THE LESSONS YOU’VE

TAKEN FROM THE LEADERS OF THE FUTURE GROUP AND INSTILLED IN YOUR OWN LEADERSHIP STYLE? I have learned a lot from the group and the speakers we have at the events. There have been times when events ran over because I was talking to people and asking questions! We had Lee Warren giving a talk at one of the LotF conferences, which led to some great conversations about how to communicate and the importance of language. It is good because people can take that learning and share it within their teams so everyone benefits.

AS SOMEONE JUGGLING MULTIPLE RESPONSIBILITIES, WHAT FUELS YOUR MOTIVATION DAY-TO-DAY?

It is all about creating empowered, betterskilled young leaders who can contribute and be more productive

I benefit from having quite a young team here at Durable, and one of the main things that motivates me is watching them develop and seeing them achieve things they maybe didn’t think they could achieve six months ago. I get the same from the LotF - if you can

WHAT WOULD YOU SAY TO BUSINESS OWNERS WHO ARE THINKING ABOUT ENCOURAGING EMPLOYEES

give young people the confidence and ability to achieve something,

TO GET INVOLVED WITH LEADERS OF THE FUTURE?

that is super satisfying. It is great to see people from each conference

I think it can be easy to get a little bit lost in this industry as a young

coming away and enacting something that helps them make a real

person entering. We provide that platform for them to make connections

change in what they do.

and learn from the people who have gained experience already.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [19]

LEADERSHIP

EMPOWERING YOUNG LEADERS

years ago, it was all about being risk-averse, and there was more

If you can give young people the confidence and ability to achieve something, that is super satisfying

reluctance to try new things. Now we have a much better balance – we have young people with these disruptive thoughts and ideas that are changing how we look at things, working alongside people with huge amounts of industry knowledge who act as vehicles to help them turn those ideas into solutions. CAN YOU REVEAL ANY PLANS FOR THE LEADERS OF THE FUTURE IN 2024?

That makes them more valuable assets to their company. It is all about

We will be having a conference, which I believe will be in May. The

creating empowered, better-skilled young leaders who can contribute

agenda is still in the planning stage, and we are collating feedback

and be more productive. The benefits to businesses are that by

from the previous event so that we can establish what will have the

investing in them as individuals you are more likely to retain and grow

most value to attendees. We also have our virtual toolkit, which is a

that person within the business. I would encourage leaders to think

fantastic resource that has been built over the past two years. There

about it in terms of long-term investment, and after six months or so,

are lots of valuable tools to enhance skills that can help young people

look at the positive results people are yielding because of those added

add to their knowledge.

skills and what value that is bringing to your organisation. ARE WE FINDING THE RIGHT BALANCE

BETWEEN EXPERIENCE AND INNOVATION?

FINALLY, TO WRAP UP, WHAT DO YOU THINK ARE THE HALLMARKS OF A GOOD LEADER?

A good leader is genuine, comfortable in their own skin and

There is no denying anyone getting into leadership is coming in

true to themselves. That then translates to being quite open and

at quite a challenging time for the industry, with many changes

approachable and able to communicate with people on different

happening. But that makes it a great industry – the potential for

levels. I think that’s far more important than being the smartest

change. That brings opportunities. There is a lot to be excited about.

person in the room or having the best contacts. Good leaders

There is more appetite to take risks with younger individuals - five

communicate authenticity – that really is key.

[20] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

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LEADERSHIP

E N H A N C I N G VA L U E

Harnessing the power of brands for category value

Everyone has heard the adage – ‘buy cheap, pay twice’. In today’s challenging economic landscape, with budgets squeezed and belts drawn ever tighter, businesses face tougher decisions than ever between quantity and quality when it comes to selling. According to 3M, to truly enhance category value, resellers can benefit from analysing their approach to brand value positioning and ringing some of the key benefits for your business and customers

n the reseller world,

yield a quick sale might seem an easy route to

cost versus value is a

increasing sales numbers in the short term,

conversation that has been

seasoned dealers know that this poses significant

around for years. However,

risks. Success isn’t about one-off transactions. It

in the post-covid era and

is about cultivating an offering and relationship

following the changing

that brings people back time and again, with

financial landscape caused by an economic

customers knowing and having full confidence

downturn and the cost-of-living crisis, dealers are

that they are getting not just quality products

seemingly being pushed even harder towards a

from a trusted source, but the right advice and

sales model governed by price.

insight from industry experts. So how can this be

But while selling budget products that can

[22] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

achieved when profit margins are being squeezed

E N H A N C I N G VA L U E

LEADERSHIP

65%

of consumers will switch to another product or brand if the customer experience doesn’t align with the brand’s image or promises now look for extensive and customers are demanding information relating to quality,

even more for less cost?

sustainability or breadth and scope

Big name brands, such as Post-it® Brand for example, build trust through product

of choice. Customers in 2024 want to make

reliability, consistency and quality. In a study

more informed choices, supported by evidence-

conducted immediately following the end of the

driven data. Branded products consistently

covid lockdowns, 87% of customers surveyed

outperform in these areas, offering customers a

cited their experience with a product as a reason

superior experience.”

for trusting a brand. 73% highlighted product quality as the primary reason for their trust. As customers grow savvier and have higher expectations of what a product should deliver, branded products have a distinct advantage in the competitive current landscape. Namely that, unlike unfamiliar brands, customers know they will deliver on what they promise.

AVOIDING THE TEMPTATION OF DOWN SELLING For dealers looking to reassess their approach to

Effective brand storytelling highlights the brand’s unique strengths and values to create a distinctive identity

positioning value in 2024, 3M offer an important

FOR MORE INFORMATION Please visit www.post-it.co.uk You can also get in touch with 3M by emailing swilliams6@mmm.com or krshepherd@mmm.com

reminder that price is only one metric in value for money. Simon Williams, North European shopper

It’s worth reminding your sales teams that

marketing lead at 3M, emphasised the importance

opting for low-quality or generic budget products

of considering all elements of buying decisions

poses risks for your business in the long run. A

when undertaking any evaluation of current

strategy centered around low pricing demands

models. “As dealers who understand the market

consistently offering the lowest prices in the

and it’s evolving needs, we already know that

market, leaving little flexibility. Further to this,

many customers prioritise cost-saving, however it’s

with low value brands, distribution reliability has

crucial not to overlook other factors influencing

been an issue widely reported in recent years,

purchasing decisions. The temptation to down-

impacted by issues such as worker shortages,

sell can be great, but evidence shows that while

increasing pressure caused by supply chain and

budget products might meet the cost element of

delivery challenges. Meaning that dealers risk

a customer’s expectations, it is highly unlikely to

putting themselves in a position where they cannot

meet other expectations. Particularly as customers

deliver goods due to unreliable supply-chain.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [23]

LEADERSHIP

E N H A N C I N G VA L U E

“Quality is king but consistency is queen”

VALUE DRIVEN BUYING DECISIONS

buy-in based on value rather

As workplaces evolve, there’s a growing demand

than price. Successful dealers

for variety and personalisation in business

can demonstrate brand value

supplies. This has greatly increased with the

through employing various

move to a more hybrid style of working for many

techniques, including storytelling.

companies. Employees seek autonomy in choosing

Effective brand storytelling highlights

products that reflect their style and preferences

the brand’s and, importantly, the dealers’ unique

in a way that didn’t exist pre-pandemic. With less

strengths and values to create a distinctive identity

investment into product innovation or design,

in the minds of customers. In a highly congested

budget products cannot offer the same scope of

online world, standing out in the noise of social

choice that trusted brands can.

media and ecommerce is integral. Dealers should

For resellers, being able to showcase the

also consider the implied value of branded

quality, reliability and innovation behind brand

products and how this can be used to give weight

name products is still essential for achieving

to the price versus value argument. Relying solely on a lowest-price strategy can backfire, as consumers may perceive lower-priced products as

While many customers prioritise cost-saving, it’s crucial not to overlook other factors influencing purchasing decisions

inferior in quality compared to competitors. When it comes to marketing branded products as a value-driven choice, quality content plays a pivotal role, but consistency is equally crucial. While high-quality products build familiarity and trust, consistency ensures that customers remember your dealer business or website and return. Research shows that 65% of consumers will switch to another product or brand if the customer experience doesn’t align with the brand’s image or promises. By collaborating

[24] JANUARY/FEBRUARY 2024

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E N H A N C I N G VA L U E

DID YOU KNOW...

LEADERSHIP

Hybrid workers and Facilities Managers now the dominant shopper in the channel with decline of traditional office admin/PA

Shoppers are putting more emphasis on value for money and deals

Many shoppers are showing growing concern for the environment- but not over price

with reliable brands that provide additional support like training materials, portals, or client management services—rarely offered by cheaper alternatives—resellers can reassure customers that their expectations will consistently be met even in an unpredictable and changing world.

INNOVATION AHEAD OF THE CURVE In today’s dynamic work environment, employees require versatility and adaptability to cater to

Adhering to the three golden rules - high search positioning, increased visibility, and customer consideration ensures optimal results

diverse workplace settings, whether it’s remote work, office-based tasks, or on-the-go productivity. Rather than churning out mass products that

Adhering to the three golden rules—high search

only fulfil one purpose, are actively exploring

positioning, increased visibility, and customer

innovative solutions to address evolving customer

consideration—ensures optimal results.

demands. This allows for value creation and

In the current economic climate, where

upselling with a wide range of products tailored to

shoppers are more cautious about their

varying needs.

finances and prioritise value for money, resellers

Effectively communicating these advantages

can thrive by striking a balance between

is a crucial aspect of the reseller strategy. Simon

highlighting the value of branded products and

added, “When placing branded products on your

strategic positioning.

website, it’s essential to identify prime placement

It’s crucial to recognise that now more than

areas, or “strike zones,” where traffic is highest.

ever customers have diverse preferences and

Consider grouping products strategically to make it

motivations when selecting brands. Factors such

effortless for customers to discover additional items

as cost, availability, sustainability, and personal

that enhance value. For example, the Scotch Tape

preferences, like colour choices, play significant

brand provides an ideal cross selling opportunity

roles in decision-making. By aligning with brands

when combined with packaging materials.” This

that consistently meet these requirements, resellers

is particularly effective if the product is not part

can build trust and loyalty, ensuring long-term

of a high-volume destination within the website.

success in the marketplace.

FOR MORE INFORMATION Please visit www.post-it.co.uk You can also get in touch with 3M by emailing swilliams6@mmm.com or krshepherd@mmm.com

www.dealersupport.co.uk JANUARY/FEBRUARY [25]

LEADERSHIP

GROWING TOGETHER

Ricoh grows global strategy with PFU: One year on Back in early 2023, as part of RICOH’s global growth investment strategy to strengthen its business offering and digital services portfolio, RICOH purchased PFU from Fujitsu. Having been strategic partners for many years, the decision felt like a natural evolution for both parties. One year on, we speak to ANDREW COWLING, channel marketing manager at PFU (EMEA) Limited about the process and the benefits it has brought RICOH purchased PFU from Fujitsu last year; can you

tell us more about what led to this and the benefits it

marketing expertise and reach through the channel. As part of the RICOH family, PFU and RICOH are realising many synergies,

has brought to your channel partners?

enabling us to grow our businesses together. By working with

Andy: As a strategic partner for PFU, Ricoh recognised the multiple

RICOH and PFU (EMEA) Limited, our channel partners now have

capabilities that PFU had to offer, including its strength in innovation

access to further support and additional resources to maintain our

driven by world-class engineers - along with extensive sales and

industry-leading R&D, manufacturing, and operations.

[26] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

GROWING TOGETHER

LEADERSHIP

change aside from some transitioning of the branding. ScanSnap has remained as ScanSnap, but the Fujitsu logo on the product is now RICOH. All fSeries and SP Series products have remained the same, apart from the logo on the product and packaging/contents changing to RICOH and the PaperStream software remains unchanged. All newly branded RICOH scanners will be manufactured in the same factories by the same people and to the same standards, equally all scanner models, parts and barcode numbers have also stayed the same. We have kept the pricing structure the same and ensured project support conditions remain unchanged. We started shipping RICOH branded scanners in March 2023, and during this time, we worked closely with our distribution partners to manage the delivery and will always ensure for volume orders that where we can the same brand is fulfilled. For channel partners who manually update product pages, we are ensuring all content is updated on our Imaging Channel Program portal, to ensure access to accurate and up-to-date product information. For those getting content via a syndication house, where product information can be accessed and automatically pushed to web pages, Ricoh branded content can be quickly and easily accessed. PFU continues to operate in a two-tier channel, selling directly to contracted distribution partners.

By working with RICOH and PFU (EMEA) Limited, our channel partners now have access to further support and additional resources Managing customer expectations during a

transitional period like this can be complex. What

were the challenges, and how did you manage them? Andy: PFU (EMEA) Limited have pushed out multiple communications via different platforms to ensure that channel

You talked about the benefits to channel partners in

terms of support and resources, particularly via the Image Channel portal. Can you tell us more about that, what

partners and end users were kept updated during the transitional

resources it offers, and what resellers can find there?

period. Our primary method of communication is by email, so

Andy: The partner portal is a great repository and is the “go-to” portal

channel partners who are members of the Imaging Channel Portal

for all matters around our image scanner products and services offered.

and signed up to receive communications received regular updates.

While the structure of this has not changed, the branding has been

In addition, PFU (EMEA) Limited are continuing to work with our

updated from “PFU a Fujitsu Company” to “PFU a RICOH company”.

channel partners to amplify the transition message and produce

In addition, where current assets such as datasheets and presentations

regular blog posts, social media content and active PR with key

were branded Fujitsu, these have now transitioned to RICOH. Being a

journalists and trade magazines to ensure message consistency.

member of the Imaging Channel Program is the best way to keep up

In terms of the existing products themselves, there has been no

to date with changes and information.

www.dealersupport.co.uk JANUARY/FEBRUARY 2024 [27]

LEADERSHIP

GROWING TOGETHER

Portable Monitor 150/150BW and RICOH laser projectors which are

The partner portal is a great repository and is the “go-to” portal for all matters around our image scanner products and services offered

designed to improve and facilitate audio-visual communications for hybrid working. The RICOH Portable Monitors were the first products to launch within the RICOH Smart Meeting Devices category and more launches will follow throughout 2024. Members of the Imaging Channel Program can get more information from their PFUE partner managers so sign up today. We also launched three new scanner products in January this year - the RICOH fi-8950, fi-8930 and fi-8820 Image Scanners are designed to handle continuous scanning of large volumes of documents, featuring durable construction, 500-sheet

There is a wealth of content available to members, including an asset

(fi-8820) or 750-sheet (fi-8950 and fi-8930) Automatic Document

library and training resources. Members also have access to the

Feeders, and scanning speeds of up to 150PPM subject to model.

Imaging Rewards scheme, where members can claim points for any scanner and accessory sold, the branding for which has now been aligned to our new corporate brand and product brands. There is also

DISCOVER MORE

a new website to showcase the new range of RICOH branded scanners

For resellers looking to discover the benefits of the

that is being developed, hosted under the RICOH.com domain.

Imaging Channel Program, information on how to sign up can be found at

What are some of the other benefits of making PFU part of the RICOH family, and what can channel

https://partner.imaging-channel-program.com You can also view further videos from our president

partners look forward to in the next year?

around the transition and read a comprehensive Q&A

Andy: Sales have been going from strength to strength and continue to

document, download a wealth of material produced for

grow. One of the benefits of being part of the RICOH family is that PFU

our hugely popular promotion where we are giving away a

has access to new products to sell within our region allowing our channel

shredder with 3 of our ScanSnap models and access launch

partners to grow their sales and diversify into new product sets. PFU

videos and assets for our new projectors, monitors and

(EMEA) Limited has been working with RICOH to make some exciting

high-volume scanning solutions.

additions to our portfolio, some of which have been added and some

which we continue to develop. These include Smart Meeting Devices,

imaging-channel-program.com

which were introduced in November last year, including the RICOH

[28] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

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SALES SUCCESS

TA L K I N G T R E N D S

2024 trends: the year of the SMART, flexible and active office

If 2023 was about adapting to more fluid working models, 2024 looks set to be about making workplaces work smarter - whether at home, in the office or coffee shops and shared spaces. Strategic layouts, enhanced flexibility and multipurpose environments will be key trends for the upcoming year, alongside the ever-present green office agenda

CATERING TO FLEXIBLE WORKING

from home at least part of the time.

year is always a good excuse to shake

The return to the office continues to gain

manager for ACCO, notes a surge in office

things up – whether

momentum, and businesses are adapting

refurbishments focusing on hybrid-friendly

diversifying an

to accommodate the hybrid work trend.

spaces. This presents an opportunity for

existing product

While hybrid working is well established,

resellers to provide products that cater to

range, introducing something completely new,

expectations are that this type of model will

this need, from open-layout furniture to

or discovering what is driving current buying

become more permanent as flexible working

lockable storage, desktop and computer

decisions. But what are the major trends

arrangements become the new norm. A

accessories, collaboration tools, privacy

anticipated in 2024 - and how can dealers

study conducted in 2022-23 by 3M revealed

screens and everything in between. As the

make the most of the opportunities presented?

that in the UK, 62% of employees now work

financial year-end approaches, budgets

he start of a new

[30] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

Elisabete Wells, regional marketing

TA L K I N G T R E N D S

SALES SUCCESS

DOCUMENT SECURITY AND DIGITISATION Flexible working will also require good document management and security meaning an increase in demand for secure storage, digital solutions and scanning technologies. Data breaches, with their financial penalties and reputational damage, will remain a threat in 2024. A survey by Verizon revealed that 52

Dealers can help customers to achieve re-energised floorplans that promote activity

percent of customers would avoid businesses that experienced a data breach. With the deadline for the HMRC Making Tax Digital (MTD) scheme approaching, SMEs may want to upgrade or replace physical with digital document management solutions. This means there is an opportunity for dealers to approach customers looking to transition to digital, showcasing and demonstrating how utilising scanner technology can help simplify and streamline the process. Further to this, digital will be allocated to equip the new hybrid-

and conducive to productivity. Employees

technology can help improve connectivity

friendly office with the necessary tools,

can end their day, store their laptops and

and productivity between the office and

creating opportunities for resellers.

phones in lockers, leaving behind a clutter-

remote working environments making it a

free workspace.”

natural growth area as more people adopt a

The flexible workspace is about creating a dynamic system that can adapt

Creating better, more efficient and

hybrid working model.

to changing needs and environments,

flexible workplaces is also a focus for

Dealers can assist customers by offering

providing efficient and productive spaces.

Exacompta Fontaine - offering smart-

expert guidance and recommendations for

Simon Howorth, marketing and design

enabled furniture to allow clients to design

scanners, software and storage solutions

manager at Dams Furniture, says, “With

collaborative and adaptable environments,

such as digital and physical storage,

employees no longer tied to fixed desks,

providing greater connectivity of devices

including external drives, equipment

the office becomes cleaner, more organized,

and enhanced ergonomic support to staff.

storage and box files.

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SALES SUCCESS

TA L K I N G T R E N D S

Many businesses will require a combination of physical and digital solutions, allowing dealers to offer a 360-degree solution that encompasses all requirements. These solutions may include flexible products from the likes of Exaclair, ACCO, Fellowes, Railex, to name but a few, through to the tech and business machines available such as the Ricoh scan and snap, through to the adapted Brother range of desktop and small office laser printers that have been adapted and developed to respond to the changing workplace.

Products that can enhance the digital experience such as smart gadgets and automated systems are set to be big news in the next year Andrew Cowling, channel marketing

Considering focus on GDPR and the

purchasing decisions. A Two Sides study

growing emphasis on data security, this

revealed that most customers favour eco-

presents an opportunity for dealers to offer

friendly options and actively avoid retailers

customers a review of their current strategy

not doing enough on waste reduction.

manager at PFU (Ricoh) says “We will see

and provide up-to-date solutions for the

continued growth in the use of technology

modern compliant workspace. This initiative

manager for Exaclair, says, “The trend for

to support remote and flexible work

opens the door to introducing cutting-edge

environmentally sustainable products that can

arrangements. PFU (EMEA) Limited has

solutions that can incorporate integrated

be part of a circular economy is only going to

been working with RICOH to make some

phone systems and remote meeting software

gather in pace as members of Generation Z

exciting additions to our portfolio, some

alongside physical equipment.

increase their influence and spending power

of which have been added and some which

Lawrence Savage, UK marketing

in the marketplace. These new ecologically

we continue to develop, such as our Smart

SUSTAINABILITY IN FOCUS

Meeting Devices range.”

Sustainability remains a prominent theme

commitment towards developing sustainable

for 2024. As we are aware, consumers

products and offer the perfect solution to

or phones when working remotely or from

increasingly prefer eco-friendly options like

hybrid working environments.”

home remains a key part of complying with

cardboard and paper over plastic packaging,

and increasing data security regulations.

energy-efficient electrical equipment and

of the year, has also noted increasing

Companies like Ricoh have introduced

products that fit the circular economy model.

demand for reusable products that provide

digital smart lockers, enabling keyless and

India Broad, marketing manager for Blake

sustainable longevity. She said, “We have

contactless access and remote management

Envelopes, emphasizes the role of sustainable

seen an increase in pen sales - particularly

of storage resources to meet this need.

packaging in influencing consumer

reusable pens, and the fact that people are

Securing business assets such as laptops

[32] JANUARY/FEBRUARY 2024

www.dealersupport.co.uk

aware ranges further demonstrate our

Sarah Laker, BOSS independent retailer

TA L K I N G T R E N D S

SALES SUCCESS

Sustainability values have impacted the

activity via flexible pop-up spaces that utilise

pens fits the trend of people wanting

supply chain for some time, and that trend

active meeting products - such as communal

practical things that are going to last.

continues to grow, with even higher demand

standing stations and balance stools.

They don’t just want something that they

for sustainable products predicted in 2024.

It is also important to remember that

can throw away.”

ACCO is experiencing double-digit growth

promoting movement is not just about office

in products like Leitz Recycle, aligning with

furniture. Businesses can create visually

continues to grow. Remanufactured and

the rising demand from consumers for

distinct spaces that encourage activity away

recycled consumables offer an opportunity

sustainable items.

from static desks through visual aids, bright

looking for refillable rather than disposable

Reusability is a key area of focus that

to tap into this market and improve business

aesthetics and dynamic lighting. Creating

are introducing products specifically crafted

ENERGISING THE OFFICE ENVIRONMENT

to minimize CO2 footprints, boost reseller

The concept of the active office may not

encourages collaboration and better team

profit margins, and cater to the growing

be new, but 2024 is likely to see a shift

relationships. Dealers can help businesses

demand from environmentally conscious

in the motivation and purpose behind

harness this energy by selecting products

end-users. With options such as “no waste”

the active office layout. While physical

that promote group activity and exchanges,

cartridges and with reduced plastic as well

health remains a key element, encouraging

such as shared communication boards and

as reduced CO2 footprint the sustainability

mental stimulation and in-person

collaborative tools.

credentials speak for themselves, and

interaction through movement in the office

3M offers a prime example with

couples with the better price point they offer

environment is set to become increasingly

their Post-It notes range, including the

to the customer, alongside improved margin

important. Dealers can help customers to

PEFC-certified Post-It Notes and Post-It

opportunity for the reseller.

achieve re-energised floorplans that promote

Meeting charts.

sustainability credentials. Brands like Pelikan

bespoke areas for specific tasks that pull people away from their usual workstations

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SALES SUCCESS

TA L K I N G T R E N D S

for 2024. The new suite of products will

With a focus on wellbeing and positive workplaces, there is an opportunity to upsell office accessories such as plants, desktop lighting and soft furnishings, as well as accessories and even FM products that all contribute to making the workplace a happier and more enjoyable place to be.

INVESTING IN THE SMART OFFICE: INTEGRATED SMART TECH

2024 seems likely to be geared towards levelling up and enhancing business flexibility, security and adaptability

include audio-visual devices that improve collaboration quality. Embracing SMART technology also helps businesses to create more inclusive workspaces that cater for the needs of neurodiverse employees. Specialised and niche products that can improve digital equity are becoming increasingly popular. Assistive keyboards, as well as digital reading aids and pens can greatly enhance productivity and staff retention. In a

It is no secret that SMART technology is on

2023 survey conducted by Neurodiversity in

the rise, with more businesses looking to

Business, almost half of employees said they

integrate this into their existing tech setups or investing to ensure their remote and hybrid

the top of many customers’ priorities. As businesses continue to combine in-

would choose to stay long term with a business that tailored workspaces to meet their needs. For dealers looking to turbocharge their

working environments are more effective

person interactions with remote meetings,

and efficient. Dealers can find opportunity in

dealers have an opportunity to meet demands

sales opportunities, 2024 seems likely to be

helping clients to introduce new or upgrade

for SMART conferencing solutions. Several

geared towards levelling up and enhancing

outdated systems. Products that can enhance

video cameras on the market provide a

business flexibility, security and adaptability.

the digital experience, such as SMART gadgets

360-degree visual range, as well as models that

The coming twelve months will be about taking

and automated systems, are set to be big news

utilise motion sensors and audio recognition

the lessons learned from recent years, applying

in the next year. With more devices than ever

to focus on a particular speaker. Ricoh PFU

and elevating them to create workspaces that

creating interconnectivity between teams,

has announced the addition of a new SMART

enhance value and empower employees - no

digital security and privacy will be moving to

meeting devices category to its product range

matter where they are working.

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